Frustrated with Samwumed

I like to point out my frustration with getting my Mom's meds . She is an 82year old dependant on the med prescribed by her specialists. Recently and to date i am in a struggle to get her the necessary medication to be paid by the medical aid. I had the pharmacist and I had been on the phone with the customercare line. We are refered to the next department and then the next reference numbers are given . Emails forwarded reflecting no problem on their end and member is active as per their system. However if I go to have the script filled I get turned away and expected to make payments I cannot afford. Can someone please sort out this problem from samwumed side. First reference *** Samwumed medscheme 121120Q88NV6 .